Horrible service and disappointed

Hello. I am a regular mug and bean customer always have been served with excellent service but recently on the 25/08/2019 I have experienced by far the worse experience in my time going to any restaurant! I got to the Mug and Bean restaurant at 11 am got seated and ordered our meals. My fiancé had ordered a burger meal and I had ordered a burger meal an chicken an mayo toast... so we got served with our drinks after a while and waited for our food as we was extremely hungry. Our waiter walked pass us over 10 times and it was like we wasn’t there, she saw to every other customer we tried to get her attention but she was just not bothered. So I woke up and at this point it’s been one hour since we ordered, I went to call the manager I explained to him he said that he would deal with it personally so he called her to our table she said that our meals are not ready,She went in the kitchen and note that the whole time (one Hour) she did not step foot in the kitchen at all as we was seated opposite the kitchen we noticed. She finally comes out within seconds after entering the kitchen with our food. So to myself I said but you didn’t even go in the kitchen yet you said that our food isn’t ready and here you are bringing it out same time. So we started eating and our meals was cold and awful. The chips was cold and soggy. The toast was soft,soggy and wet. All my time going to mug and bean my toast was always crunchy and amazing that’s why I order it all the time. My burger was dry no taste it was so bland and I was shocked I was so hungry that I ate half and just couldn’t deal with the rest of the food. My finance said his burger was dry and had no taste. Our food was in the kitchen for a long time so when we got it it had already gone cold. I’m absolutely shocked and disappointed with the service I received. But I definitely know that not all branches are the same! Thank you I hope to hear back from you.